Complaints

MAKING A COMPLAINT

This page provides information regarding who has responsibility for the various types of complaint which might arise and where you should address your complaint. It also advises on how the Office of the Police and Crime Commissioner deals with complaints which are its responsibility.

1. COMPLAINTS ABOUT THE POLICE AND CRIME COMMISSIONER (PCC)

The appropriate authority for complaints made against PCCs, and their deputies, is the Police and Crime Panel (PCP). The Police and Crime Panel is responsible for initial recording of complaints and conduct matters and for referring any complaints which allege criminality to the Independent Police Complaints Commission (IPCC). Where complaints do not allege criminality, the panel is responsible for handling and informally resolving these complaints.

The Police and Crime Panel agreed at its meeting on 25 January 2013 to delegate:

to the Chief Executive of the Office for the PCC responsibility for receipt and initial handling and recording of complaints in accordance with Part 2 of the Regulations.

to the Monitoring Officer of Suffolk County Council, responsibility for securing informal resolution of complaints as referred to in Part 4 of the Regulations, and ensuring that suitable material will be made available as public information in relation to complaints about the PCC.

The Police and Crime Commissioner (PCC) is responsible for recording and investigating complaints against the Chief Constable. In dealing with complaints about the Chief Constable, the PCC will follow the statutory guidance issued by the Independent Police Complaints Commission and in line with the Police (Complaints and Conduct) Regulations 2012.

All complaints must be in writing to the Chief Executive at the following address:

Complaints may also be made to the Independent Police Complaints Commission via
their website www.ipcc.gov.uk or by telephone on 08453 002 002. In certain circumstances, the PCC is required to refer matters to the IPCC.

or e-mail psd@norfolk.pnn.police.uk
or telephone Suffolk Constabulary on 101

Alternatively, you can visit the Independent Police Complaints Commission (IPCC) website at www.ipcc.gov.uk or contact them by telephone on 08453 002 002, or write to them at

IPCC
90 High Holborn
London
WC1V 6BH

Or e-mail enquiries@ipcc.gsi.gov.uk

The IPCC is completely independent of the police and is responsible for making sure that complaints against the police are dealt with properly. In certain circumstances, you can appeal to the IPCC if you are not satisfied with the way your complaint has been dealt with by the police.

The Police and Crime Commissioner (PCC) does not deal with complaints about police officers and staff who work for Suffolk Constabulary (apart from the Chief Constable). However the PCC does have a responsibility to monitor, and keep themselves informed of, complaints and misconduct issues relating to police officers and staff. Where necessary, the PCC also has the power to direct the Chief Constable to take action in relation to complaints matters. The PCC regularly monitors information about complaints received by Suffolk Constabulary and the lessons learned by the force.

4. COMPLAINTS ABOUT POLICE AND CRIME COMMISSIONER’S SUPPORT STAFF

If your complaint is about an individual member of the Police and Crime Commissioner support staff (other than the Chief Executive), please write to or email the Chief Executive at:

If you wish to write to the Police and Crime Commissioner with compliments or comments about policing in Suffolk, please contact the Police and Crime Commissioner at:
The Office of the Police and Crime Commissioner
Police Headquarters
Martlesham Heath
Ipswich
IP5 3QS
Email: spcc@suffolk.pnn.police.uk
Telephone: 01473 782773

9. GENERAL INFORMATION: THE OFFICE OF THE PCC COMPLAINTS PROCESS

The PCC can consider the following complaints:
• Complaints about the conduct of the Chief Constable
• Complaints about the conduct of members of staff that work for the Police and Crime Commissioner

You are also able to write to the Police and Crime Commissioner regarding dissatisfaction with the way the police force has dealt with your complaint.

The PCC will not be able to consider:
• A matter which is subject to any legal dispute or legal proceedings
• Abusive, unreasonable or repeated complaints (as defined by the Independent Police and Crime Commission).

If the complaint is about something or someone over which the Police and Crime Commissioner has no remit, we will pass your complaint to the appropriate person/organisation and you will be contacted to advise you that this is the case.

For complaints which are the responsibility of the Police and Crime Commissioner, we will ensure that your complaint is recorded within 10 working days and given a reference number. We will try to deal with your complaint as quickly as possible and will write to advise you that the matter has been recorded and explain how we intend to deal with or investigate the matter.

Where your complaint takes longer than 28 days to resolve, you will be kept up to date at least monthly with progress. When you are provided with the outcome of your complaint we will also ensure you are aware if there is an appeals process which is relevant to your complaint.

10. CODE OF ETHICS

The Code of Ethics (PDF, 332KB) published by the College of Policing sets out the principles and standards of behaviour that will promote, reinforce and support the highest standards from everyone who works in policing in England and Wales.

The Code also provides general guidance on how behaviour that does not uphold policing principles or meet expected standards will be handled.

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VICTIM SUPPORT

Victim Support gives emotional and practical help to people who have been affected by crime in Suffolk. They offer support regardless of whether you’ve contacted the police, and no matter how long ago the crime took place.
You can call your local victim care team in Suffolk on 0300 303 0165 or click on the logo above for more detail.

VICTIM SURVEY

The PCC commissions services to support victims of crime. If you have accessed any service to help you cope and recover from your experience and would like to comment about your experience please click on the image above to take part in a short survey.